Good afternoon [redacted],
Thank you for bringing this to our attention. We apologize for your recent experience and the lack of follow up. We'll be more than happy to send you a pair of complimentary passes to make up for your disappointment. They'll be mailed out today, so you should receive them...
Good morning [redacted],Thank you for allowing us the opportunity to respond to your complaint. In reviewing your account, I see that you took delivery of a sofa and loveseat from the Furniture Factory Outlet on June 24th, as you noted below. Per our delivery procedures, our drivers take photos of the...
merchandise when it's delivered to ensure that everything is in good condition and set up properly. When the new sofa and loveseat were put into your living room, there were no issues with the fabric on the inside back cushions.As you noted, you contacted us on July 13th to report large, loose threads on one of the inside back cushions. A technician was promptly dispatched to your home to evaluate the fabric for defects in craftsmanship. The professional upholsterer determined that the damage to that one cushion was a result of some sort of contact, likely animal damage. He did not specify cat or dog, but based on the details of the photo taken, there appears to be a dog in the home. The technician called in to our customer service team to give his report, noting the suspected cause and the fact that the cushion could not be repaired without ordering parts. We offered to reach out to the manufacturer to get pricing for you, but you declined, as you were looking to return the set. Although Furniture Factory Outlet purchases are final sale (as noted on your sales receipt), we extended a courtesy offer to you, allowing you to return the set with a 10% forfeiture. The delivery charge would not be refunded, as the actual delivery was completed. As I mentioned, taking this back would be a courtesy, as Jordan's has absolutely no recourse with the manufacturer. The damage was caused during use of the product, and not a result of a defect in craftsmanship. I have attached both the before and after photos to this response for your review. At this point, the offer we made will stand. We would take back the sofa and loveseat with a 10% forfeiture, the delivery charge would not be refunded, and there will be a delivery charge on your new purchase. The credit is not refundable, and will be a store credit only. I apologize, but we are not prepared to raise the offer to full credit.Should you wish to further discuss this, please contact us at ###-###-####.
Revdex.com:
in response to this I ordered the couch and your team made the error not me I do not have the information in place the order but they make it sound like could have or should have paid more than what I paid get your facts straight what I ordered nd what I got were two different items then call a lier by [redacted] in there office is totally unacceptable so if they would like to come get this couch and return the couch they were replacing refund my money I can go to any furniture store for a couch but the issue was a lifetime replacement on the first couch.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Good afternoon,
I have located your order for the [redacted] Ladera Heights Cushion Firm mattress that was delivered to you on January 18, 2015.
On September 8, 2015 you had contacted the Bedding Team in customer service and spoke with [redacted] to report that your mattress was sagging on one side and...
did not rebound. You were advised by [redacted] that a mattress inspection would be scheduled by [redacted], who is an independent company.
Your appointment for [redacted] was scheduled for September 10, 2015.
On September 18, 2015 our Bedding Team received the results of your mattress inspection. The results of your inspection showed no defect in the mattress. A 1.5 inch impression will warrant a defect. Your mattress measured 5/8” on the left side and ½” on the right side.
On September 22, 2015 you contacted the Bedding Team to go over the results of the inspection. The bedding representative, [redacted], offered you lift to which you declined and wished to speak with a manager. You were transferred to a call center manager, [redacted]. Lift pads were offered again as you expressed that the mattress seemed to be sloping near head of the bed and sides while sitting on the mattress. It was explained that the sides of a mattress will not provide the same support as the center. You agreed to try the lift pads and were advised by [redacted] to contact us if still not providing the level of support you were expecting.
On October 29, 2015 you contacted our Bedding Team and spoke with [redacted] to advise us that the lift pads were not helping with the support. As at this point, the 60 day Sweet Dreams Guarantee had expired, you were offered $500.00 store credit towards a new mattress as a courtesy. You advised [redacted] that you would speak to your husband. This offer was valid for 60 days.
On December 15, 2015 you spoke with [redacted] on our Bedding Team to go over the situation. He advised you of the previous offer of $500.00 store credit towards a new mattress was still on the table. You asked for an extension of the offer until January 29, 2016. We do have this notated and this offer and extension still stands.
On December 15, 2015 you spoke to [redacted], the Natick Sleep Lab Manager. She also went over the results of the mattress inspection and informed you there were no defects in the mattress. She explained to you that [redacted] power packs the center of the mattress and this may be the reason you are feeling a rolling off feel. She did advise you again of the offer of $500.00 store credit towards a new mattress as a courtesy.
I would be willing to raise this offer to $575.00 store credit. We feel this is a fair offer as your mattress was deemed not defective and at this point we are well outside the exchange time period.
If you wish to accept our offer of $575.00 store credit towards a purchase of a new mattress, please contact us directly at [redacted]. Customer service is open Monday-Saturday 7am-6pm.
Thank you,
[redacted]
Customer Advocate
Jordan’s Furniture
Good afternoon [redacted],
Thank you for allowing us the opportunity to address your concern. In reviewing your account, I see that your intention was to purchase a king size [redacted] mattress. The mattress you selected can be bent up to 45 degrees without it affecting the performance. Bending it...
further could damage the inner components of the mattress, and cause it to become defective. When the delivery team went out to your home, they determined that in order to get the mattress up the stairs it would need to be bent completely in half due to the short ceiling on the stairwell. Although it appears that you indicated a concern with the fit, the sales associate explained that it “shouldn’t be a problem” based on your description and the fact that the mattress could be flexed up to the 45 degrees. It certainly wasn’t his intention to mislead you, as he wouldn’t benefit from doing so.
I see that the order has now been voided, and a full refund issued to your credit card. I’m sorry that your purchase didn’t work out, as it’s just as disappointing to us. We hope you’ll allow us another opportunity to assist you in the future, and truly apologize for your frustration.
Good afternoon,
Thank you for bringing this situation to our attention. I'm happy that we were able to mediate your claim and come to a satisfactory resolution. I appreciate you taking the time to speak with me this afternoon. As we discussed, you have been given full credit for what you paid...
for the sofa ($659.00). That will be placed on account for you to use toward a future purchase. We'll coordinate the pickup of the damaged sofa with the delivery of the new piece. Should your new sofa cost more than the $659.00, you would be responsible for the difference. There will be a delivery charge assessed on the new purchase, but no handling fee/pickup charge for the return.
Again, I apologize for the circumstances surrounding your complaint. We appreciate your business and thank you for being a Jordan's customer. Please contact us again if there's anything else we can assist you with.
Good afternoon,
I have located your order for the 2 [redacted] leather sofas that were delivered to your home at [redacted] on June 18, 2014. On April 17, 2015 you contacted Jordan’s Furniture Customer Service department to report that the front rail and frame was...
protruding. You had reported to us that you had moved the pieces out of state to your home in Norristown, PA. As the merchandise was outside of our service zone, we arranged to have a repair company, [redacted] come to your home to repair the damage to the front rail. [redacted] attempted to reach you to schedule an appointment and the work order was voided due to lack of response.
On June 1, 2015, you contacted Jordan’s Furniture to advise us that you had been out of the country on business and had just returned. We resubmitted the repair request to [redacted] and you were scheduled for service on June 30, 2015. The technician was able to successfully repair the seat frame on the sofa.
On October 16, 2015, you contacted us again to report that you were having another frame issue with the same sofa. We arranged to have [redacted] come back to your home to repair it again. [redacted] scheduled a service appointment with you for October 24, 2015. [redacted] reported to us that no one was home for this appointment. You then contacted us on November 5, 2015 advising us that no one had contacted you to reschedule your appointment. We resubmitted a new work order to [redacted] on November 5, 2015. [redacted] scheduled an appointment for December 9, 2015. The technician was able to repair the loose frame in the middle of the sofa. The technician deemed this not to be a manufacturer’s defect, and a direct result of the way the piece is being used.
While the technician was at your home on December 9th, you showed him the other sofa which also had frame damage to it. As this sofa was not on his work order, he was unable to repair it on that date. We submitted a work order for the second sofa, and you were scheduled for service on January 12, 2016. The technician was able to successfully repair the loose frame on the seating area. He again deemed this not to be a manufacturer’s defect, but damage from use.
All reported damages occurred after they were moved out of our service area. Based on the information contained in the multiple service reports and photos taken of each piece, the damages have not been the result of any manufacturer defects. They do appear to be a result of transit damage or misuse of the pieces. As Jordan’s Furniture has sent [redacted] out three times as a courtesy for non-defect issues, a return of the sofas is not warranted. Should you wish to discuss this further, please contact us at [redacted].
Regards,
[redacted]
Customer Advocate
Jordan’s Furniture
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I appreciate that the kitchen island will be taken out of the house without having to take our door off. However the issue with the store credit was not addressed. I would like to have my Jordan's account credited.
Regards,
[redacted]
Good afternoon [redacted],
Thank you for bringing this to our attention. We apologize for your recent experience and the lack of follow up. We'll be more than happy to send you a pair of complimentary passes to make up for your disappointment. They'll be mailed out today, so you should receive them...
within a few days.
Happy holidays!
Good morning [redacted],Thank you for allowing us the opportunity to respond to your complaint. In reviewing your account, I see that you took delivery of a sofa and loveseat from the Furniture Factory Outlet on June 24th, as you noted below. Per our delivery procedures, our drivers take photos of the...
merchandise when it's delivered to ensure that everything is in good condition and set up properly. When the new sofa and loveseat were put into your living room, there were no issues with the fabric on the inside back cushions.As you noted, you contacted us on July 13th to report large, loose threads on one of the inside back cushions. A technician was promptly dispatched to your home to evaluate the fabric for defects in craftsmanship. The professional upholsterer determined that the damage to that one cushion was a result of some sort of contact, likely animal damage. He did not specify cat or dog, but based on the details of the photo taken, there appears to be a dog in the home. The technician called in to our customer service team to give his report, noting the suspected cause and the fact that the cushion could not be repaired without ordering parts. We offered to reach out to the manufacturer to get pricing for you, but you declined, as you were looking to return the set. Although Furniture Factory Outlet purchases are final sale (as noted on your sales receipt), we extended a courtesy offer to you, allowing you to return the set with a 10% forfeiture. The delivery charge would not be refunded, as the actual delivery was completed. As I mentioned, taking this back would be a courtesy, as Jordan's has absolutely no recourse with the manufacturer. The damage was caused during use of the product, and not a result of a defect in craftsmanship. I have attached both the before and after photos to this response for your review. At this point, the offer we made will stand. We would take back the sofa and loveseat with a 10% forfeiture, the delivery charge would not be refunded, and there will be a delivery charge on your new purchase. The credit is not refundable, and will be a store credit only. I apologize, but we are not prepared to raise the offer to full credit.Should you wish to further discuss this, please contact us at ###-###-####.
Revdex.com:
in response to this I ordered the couch and your team made the error not me I do not have the information in place the order but they make it sound like could have or should have paid more than what I paid get your facts straight what I ordered nd what I got were two different items then call a lier by [redacted] in there office is totally unacceptable so if they would like to come get this couch and return the couch they were replacing refund my money I can go to any furniture store for a couch but the issue was a lifetime replacement on the first couch.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Regards,
[redacted]
Good afternoon,
I have located your order for the [redacted] Ladera Heights Cushion Firm mattress that was delivered to you on January 18, 2015.
On September 8, 2015 you had contacted the Bedding Team in customer service and spoke with [redacted] to report that your mattress was sagging on one side and...
did not rebound. You were advised by [redacted] that a mattress inspection would be scheduled by [redacted], who is an independent company.
Your appointment for [redacted] was scheduled for September 10, 2015.
On September 18, 2015 our Bedding Team received the results of your mattress inspection. The results of your inspection showed no defect in the mattress. A 1.5 inch impression will warrant a defect. Your mattress measured 5/8” on the left side and ½” on the right side.
On September 22, 2015 you contacted the Bedding Team to go over the results of the inspection. The bedding representative, [redacted], offered you lift to which you declined and wished to speak with a manager. You were transferred to a call center manager, [redacted]. Lift pads were offered again as you expressed that the mattress seemed to be sloping near head of the bed and sides while sitting on the mattress. It was explained that the sides of a mattress will not provide the same support as the center. You agreed to try the lift pads and were advised by [redacted] to contact us if still not providing the level of support you were expecting.
On October 29, 2015 you contacted our Bedding Team and spoke with [redacted] to advise us that the lift pads were not helping with the support. As at this point, the 60 day Sweet Dreams Guarantee had expired, you were offered $500.00 store credit towards a new mattress as a courtesy. You advised [redacted] that you would speak to your husband. This offer was valid for 60 days.
On December 15, 2015 you spoke with [redacted] on our Bedding Team to go over the situation. He advised you of the previous offer of $500.00 store credit towards a new mattress was still on the table. You asked for an extension of the offer until January 29, 2016. We do have this notated and this offer and extension still stands.
On December 15, 2015 you spoke to [redacted], the Natick Sleep Lab Manager. She also went over the results of the mattress inspection and informed you there were no defects in the mattress. She explained to you that [redacted] power packs the center of the mattress and this may be the reason you are feeling a rolling off feel. She did advise you again of the offer of $500.00 store credit towards a new mattress as a courtesy.
I would be willing to raise this offer to $575.00 store credit. We feel this is a fair offer as your mattress was deemed not defective and at this point we are well outside the exchange time period.
If you wish to accept our offer of $575.00 store credit towards a purchase of a new mattress, please contact us directly at [redacted]. Customer service is open Monday-Saturday 7am-6pm.
Thank you,
[redacted]
Customer Advocate
Jordan’s Furniture
Good afternoon [redacted],
Thank you for allowing us the opportunity to address your concern. In reviewing your account, I see that your intention was to purchase a king size [redacted] mattress. The mattress you selected can be bent up to 45 degrees without it affecting the performance. Bending it...
further could damage the inner components of the mattress, and cause it to become defective. When the delivery team went out to your home, they determined that in order to get the mattress up the stairs it would need to be bent completely in half due to the short ceiling on the stairwell. Although it appears that you indicated a concern with the fit, the sales associate explained that it “shouldn’t be a problem” based on your description and the fact that the mattress could be flexed up to the 45 degrees. It certainly wasn’t his intention to mislead you, as he wouldn’t benefit from doing so.
I see that the order has now been voided, and a full refund issued to your credit card. I’m sorry that your purchase didn’t work out, as it’s just as disappointing to us. We hope you’ll allow us another opportunity to assist you in the future, and truly apologize for your frustration.
Good afternoon,
Thank you for bringing this situation to our attention. I'm happy that we were able to mediate your claim and come to a satisfactory resolution. I appreciate you taking the time to speak with me this afternoon. As we discussed, you have been given full credit for what you paid...
for the sofa ($659.00). That will be placed on account for you to use toward a future purchase. We'll coordinate the pickup of the damaged sofa with the delivery of the new piece. Should your new sofa cost more than the $659.00, you would be responsible for the difference. There will be a delivery charge assessed on the new purchase, but no handling fee/pickup charge for the return.
Again, I apologize for the circumstances surrounding your complaint. We appreciate your business and thank you for being a Jordan's customer. Please contact us again if there's anything else we can assist you with.
Good afternoon,
I have located your order for the 2 [redacted] leather sofas that were delivered to your home at [redacted] on June 18, 2014. On April 17, 2015 you contacted Jordan’s Furniture Customer Service department to report that the front rail and frame was...
protruding. You had reported to us that you had moved the pieces out of state to your home in Norristown, PA. As the merchandise was outside of our service zone, we arranged to have a repair company, [redacted] come to your home to repair the damage to the front rail. [redacted] attempted to reach you to schedule an appointment and the work order was voided due to lack of response.
On June 1, 2015, you contacted Jordan’s Furniture to advise us that you had been out of the country on business and had just returned. We resubmitted the repair request to [redacted] and you were scheduled for service on June 30, 2015. The technician was able to successfully repair the seat frame on the sofa.
On October 16, 2015, you contacted us again to report that you were having another frame issue with the same sofa. We arranged to have [redacted] come back to your home to repair it again. [redacted] scheduled a service appointment with you for October 24, 2015. [redacted] reported to us that no one was home for this appointment. You then contacted us on November 5, 2015 advising us that no one had contacted you to reschedule your appointment. We resubmitted a new work order to [redacted] on November 5, 2015. [redacted] scheduled an appointment for December 9, 2015. The technician was able to repair the loose frame in the middle of the sofa. The technician deemed this not to be a manufacturer’s defect, and a direct result of the way the piece is being used.
While the technician was at your home on December 9th, you showed him the other sofa which also had frame damage to it. As this sofa was not on his work order, he was unable to repair it on that date. We submitted a work order for the second sofa, and you were scheduled for service on January 12, 2016. The technician was able to successfully repair the loose frame on the seating area. He again deemed this not to be a manufacturer’s defect, but damage from use.
All reported damages occurred after they were moved out of our service area. Based on the information contained in the multiple service reports and photos taken of each piece, the damages have not been the result of any manufacturer defects. They do appear to be a result of transit damage or misuse of the pieces. As Jordan’s Furniture has sent [redacted] out three times as a courtesy for non-defect issues, a return of the sofas is not warranted. Should you wish to discuss this further, please contact us at [redacted].
Regards,
[redacted]
Customer Advocate
Jordan’s Furniture
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I appreciate that the kitchen island will be taken out of the house without having to take our door off. However the issue with the store credit was not addressed. I would like to have my Jordan's account credited.
Regards,
[redacted]